Customer Success Manager- NATO & Netherlands

Janes enables militaries, governments, and defence companies to make critical decisions. Our expert-driven tradecraft, developed over 120 years, combined with human-machine teaming, delivers assured open-source intelligence across military capabilities and order of battle, equipment, events, countries, companies, and markets.
Linking millions of assured data points, Janes data model creates a framework of interconnected open-source defence intelligence. This allows our customers to integrate all relevant data and connections into a single intelligence environment to deliver a more complete and accurate answer. Using Janes, our customers can use their scarce resource more effectively, to get to better decisions with higher confidence, more quickly.
As part of our ongoing evolution to continue to be at the forefront of analysis in the open-source intelligence domain, we are now expanding our Development and Technology team to enhance the next generation of systems that will enable our customers to interconnect millions of assured data points across Janes foundational intelligence delivering the single source of truth.

 Job purpose:

The Customer Success Manager- NATO & Netherlands will be responsible for supporting ongoing discussions with the customer, providing direct customer support through renewals and on-boarding of new business to ensure that Janes content, data and services are being utilised by the user community in the best possible manner for both Janes and the customer. This role is a largely client-facing role that directly supports revenue retention and acquisition of new business.  The Customer Success Manager will be responsible for re-educating our customers to understand new opportunities and ways of working.

How you will contribute at Janes:

• You will be the primary point of coordination with the customer for Janes support, whether that is user-training, technical support, or product delivery and implementation.
• Developing and maintaining an engaged user community by understanding their workflows and data requirements, handling administrative requests, comments or concerns
• You will be responsible for training the end user community on the content and data from Janes they have available.
• You will work within the Sales team to identify and seek to capture any new business opportunities.
• You will undertake end user community surveys and socialise feedback within Janes, following up on actions, where required, to ensure Janes support exceeds their expectations.
• You will support the testing of new products and development of existing products in conjunction with colleagues from Janes Product & Solutions Department
• Lead the development and implementation of user community engagement strategies, including case studies and scenario modelling for sharing best practice
• You will work with Marketing to support the planning and delivery of user promotions and support client engagement initiatives

Requirements

The ideal skills and experience for this role are:

• Previous experience in a data service provider and/or within the Aerospace and Defence and military sectors
• Proven track record in an independent and pro-active working environment
• Excellent communication and presentation skills both virtually and in person
• Experience of communicating with decision-makers and c-level executives
• Collaboration within a country and regional team for shared outcomes
• Proven administrative skills including working remotely
• Experience of balancing “hard line” and “soft line” reporting
• Detail-orientated with a drive to investigate and resolve issues
• Fluent in Dutch and English, additional languages would be beneficial